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About Product Quality












Guidelines : Accepting

Complaining About Product Quality

Guidelines

  • Set a friendly tone while explaining that you are dissatisfied with the product or service.
  • Explain in detail the nature of your complaint, citing specific instances and providing any supporting documentation.
  • State what action you expect to be taken as a result of your letter.
  • Offer possible solutions for rectifying the problem.
  • Ask for a prompt response.

Example 1: Sample letter for product quality

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Mr. Martin:

On July 8, 1995, we purchased the Electrica 500 phone system, model number 4358 for our office. Unfortunately, the system has repeatedly disconnected callers during transfers to specific offices. Our receptionist has used the Electrica system at her previous job; in fact, it was she who suggested your company to us. Due to her extensive experience with your system, we feel it is unlikely the disconnections are occurring due to human error.

Our service contract states we are entitled to free service calls for the first three months after installation of the Electrica phone system, but we have been unable to reach anyone in order to schedule a service call.

Because of the difficulties with both the phones and the support services, we have decided to purchase a different phone system. Our service contract states that should we decide to terminate usage of the Electrica 500 within the first two weeks of service, we are entitled to a full refund. We are therefore attaching a copy of our invoice so we may receive our full refund of $2,500. Please contact us concerning the removal of the system.

Sincerely,

Example 2: Letter for product quality

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Ms. Young,

On July 2, we purchased an Ultimate Brand color printer (serial number 867541) from your store. We have enjoyed wonderful results, until yesterday, when an odd problem occurred.

We had been printing a three-color graph of blue, red and green. However, the graph came out black, pink and purple. We have checked our ink cartridge and can find nothing obviously wrong. We have also been unable to locate anything in the manual which tells how to correct this problem.

As we are new users of Ultimate Brand, we are unsure of what else to check on the printer, or what else we should try to do. Any suggestions you could give us would be most welcome. We can be reached at (567) 423-4343.

Sincerely,

Example 3:Example letter for product quality

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Mr. Martinez:

On July 16, your company installed a 16-line voice mail system at our office. The installer programmed our extension numbers for us, and provided our office with an instruction manual which explained how to reprogram the extensions should we need to do so.

The system worked well the first week. However, during this past week it began routing the wrong message to four different voice mail boxes. We have tried reprogramming the system in an attempt to correct this situation ourselves, but have been unable to successfully send the proper mail to:

• Ms. Rialto #4386
• Ms. Meyers #4387
• Mr. Tate #4389
• Mrs. Gerry #4390

We suspect there is an internal problem with the system, and would appreciate your expertise in the matter.

As these four individuals rely heavily on their voice mail, we would like to request a service person be scheduled to come to our office no later than tomorrow afternoon.

Thank you for your attention in this matter.

Sincerely,

Example 4: Product quality Letter

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Customer Service:

After successfully installing our new OfficePower CD ROM package, we sat back to enjoy a graphics program we had also purchased. We spent an hour browsing through the various graphics, then decided to try a different one of graphics program. Unfortunately, we were unable to get the first graphics CD to eject.

After trying all the related troubleshooting suggestions given in the manual, we are at a loss as to what we should do. Someone in the office has suggested taking it in to be serviced, but we thought we would contact your department first to see if there was another alternative.

Thank you for your assistance in this matter.

Sincerely,

Example 5: Letter for quality of product

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Janis,

As you know, we have rented our First Rate copier (serial number 9804-221) from your company for the last five years. Not only have we been happy with its performance, but we have also learned how to solve most of the everyday problems that occur over the course of a copier’s life. This time, though, we are stuck.

Yesterday the copier began printing every page almost completely black. We have tried changing the contrast, shaking down the toner, replacing the toner cartridge altogether, and even restarting the copier and trying everything all over. Nothing has worked.

Unfortunately, we have a major presentation due by Wednesday of next week and will be unable to complete all of the necessary handouts if we cannot get this situation resolved immediately. We are sorry for the short notice, but given all of the wonderful service we have received from you over the past five years, we feel sure you will understand the urgency of our situation.

Regards,

Example 6: Letter about product quality

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Mr. Busey:

We have just installed the new OfficeExact software package you sold us two days ago. We received a message saying the software was successfully installed, but when we tried to open the application, we received a General Protection Error 005 and our entire system shut down. We have been unable to restart it since. As we have purchased all of our previous software from you, we assumed our systems were compatible.

We are requesting you send technical support immediately to assist our systems analyst. Our office is at a complete standstill due to this problem, and I am sure you understand the need to get us up and running as soon as possible.

Sincerely,

Example 7: Example letters for complaint about the quality of product

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Blackwood Camera:

We have just received our new Holland Epic enlargers for our darkroom. Upon setting them up, however, we realized the lenses on three of the four enlargers were badly scratched.

We would therefore like to request under the terms of our warranty plan, three (3) new Holland Epic lens (free of charge).

Furthermore, since we are not responsible for the damages to the lens, and are now behind schedule on an important job order, we are requesting the lenses be shipped next day air via Atlas Air Freight at no charge to our company.

Please call our office at (800) 558-8879–Ext. 6240, to verify shipping arrangements.

Sincerely,

Example 8: Letter for complaint about the quality of product

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Connect Plus,

We have just been informed by a business associate that when they attempt to e-mail us, they receive an “Undeliverable Mail” message. They checked to ensure they had the proper address and have still been unable to get anything delivered to us.

When we had your system installed on July 9, we requested our address to be as follows:

starmakers@connectplus.com

We are sure you realize the problems an incorrect address in your system could pose for our business. We feel confident you will be able to correct this for us immediately.

Sincerely,

Example 9:Complaint about the quality of product Letter

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Mrs. Melrose:

On July 2, 1996, we purchased a 645 Plus fax machine, serial number 74331 from your company. We have repeatedly had problems with the paper tray jamming when halfway closed. After several calls to customer service, I realized we needed to see about obtaining either a replacement part or a new fax machine.

Amy Torello, the customer service representative I spoke with on July 6, 1996, suggested I contact you concerning replacement issues. However, I have been unable to reach you by phone. Perhaps it would be easier for you to contact me. I can be reached at (555) 634-8971, ext. 250.

We have diverted all incoming faxes to another area in our office, which has caused an inconvenience. We would appreciate your assistance in resolving this matter before the end of the week.

I look forward to hearing from you.

Sincerely,

Example 10: Example letters about the quality of product

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Ben:

Yes, you are receiving yet another plea for help from our mechanically-challenged office!

As you will remember from all the installation questions we had, we purchased a Galaxy Image scanner from your company on July 6, 1997. While it is still scanning documents clearly, it has begun to emit a loud, high-pitched whine each time it scans a page.

Does this mean something is going to break soon, regardless of how well it’s working now? Office personnel (including myself) reviewed the “Troubleshooting” section of the manual, and we were unable to find even the most remote explanation as to why the scanner is making such a horrendous noise.

Fortunately, we know that you are better than any manual when it comes to figuring these things out! And given the amount of material we are now scanning in the office, we need to be advised immediately as to what we should do. Please call us at (555) 482-2990. Thanks once again!

Regards,

     

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